Final petition for change in POL policy: liveFollow

Ok, so it’s done. Just wanna get a couple things out of the way first though.

For those who haven’t submitted it already, here’s the link for the customer service survey:
https://secure.square-enix.com/enqt/e/SUPPORT2007US/html
so make sure to let them know how you feel.

Additionally, here’s the link to the BBB site, so go ahead and file a complaint here too.

www.labbb.org/BBBWeb/Forms/utils/ComplaintDetail.aspx?CompanyID=13168063&sm

Also, please link this thread as well as the actual petition link to your sig. This involves every single person playing the game, and people need to know what’s going on.

For those who wanted to print out the actual letter and send it in to the offices, let me find a way to upload the document. I’ll also post some addresses along with them.


One more thing: if the admins would be able to put the petition as news on the ffxi frontpage, we'd really be able to get a ton more signatures. I hope you can take the idea into consideration, and I'm sure everyone else supporting this would want the same thing. Thanks


I’d like to make a preface before I go on to the actual letter, as I think it’s important for people to understand where I’m coming from and why I wrote this letter. I'm currently in Kaizen linkshell on Quetzalcoatl, accomplished just about everything I’ve wanted to as an individual, and I’ve helped my linkshell accomplish just about everything one LS can do. For what I’ve done, I’m quite happy, and for what my LS has done, I’m even prouder. So from that standpoint, I’m really quite content and have been for a long time.

What I’m really trying to say, is that with this letter I don’t have any personal intents, or ambitions, no desires to get something out of it for myself. I’m not writing this to gain popularity and I’m not writing this because I thought it’d be fun. I’m writing this because I see something that is woefully unfair, something that is egregiously wrong. Though we may not be able to always fix what might be unjust, if we have a chance to say something, do something, change something, then we should take that chance.

A while ago, in which were probably the very first cases, two longstanding members of my linkshell, Harb and Xtereem, had their accounts stolen. One theft we didn’t find out about for a long time because he was so busy, but the other occurred right in front of my eyes, and I was powerless to stop it. To see something that has been built up for years right alongside you in all your quests, your adventures, and in fulfillment of your hopes, to be taken away while you’re sitting there is indescribable. In the simplest word possible, it was heartbreak.

One of them asked me to help him out and call POL for him since it’d cost him way too much to make a foreign call. But I kept putting it off and putting it off because somewhere in the back of my mind, I just knew that the creeps at POL would say no. I eventually did call but I guess you can figure out where that one went. The other one posted his goodbye in my linkshell forums, thanking everyone for his times and friendships over the years. I read the first two lines of that and just closed the page. I did that because I refused to accept his goodbye, because I didn’t want to admit that he could just be gone so easily. To this day, I still refuse to read it.

So why do I write this?

I write this for X and Harb.

I write this for my friends.

And I write this for you, the community.

I don’t want to lose anymore friends, and neither should you.

This petition is my refusal to accept that they’re gone. I know that there are others who feel the same as me. And I don’t think I’m the only one who wants to believe that things can be changed. So I ask that you guys read this, and help me and others around you to change something. This is our chance, and we need to rally and collectively make use of it. I think at this point, I’ve done about all I can in trying to encourage people to read and support the petition. For it to work, this can’t rely on me. It has to rely on you guys to make it happen. So read this letter. Sign it. Speak your voice. Tell others. Take a stand. Change something in unison.

Thank you for reading my story, and please sign this petition.

Final link, sign here: www.petitiononline.com/FFvoice/petition.html


edit: oh yeah, and apparently more than a few people were more interested in making snide remarks than figuring out that the above is NOT part of the petition (lol). no, the BBB stuff and the customer survey stuff is not part of the petition, nor is the story. i edited the original post to add the actual petition.


actual petition:
On the date of December 11th, 2007 malicious code was discovered on popular FFXI resource site ffxi.cannotlinkto that subjected users to a security exploit through Realplayer software. Through this website, persons able to manipulate the security exploit gained unauthorized access to over one hundred accounts, and were able to change relevant membership information resulting in the permanent transfer of these accounts, with the intent of sale or other use. Additionally, there seems to be a new, unrelated and unidentified threat, with a dramatic increase in the number of stolen accounts being reported every day. Unfortunately, due to Playonline account policies these players, who are the victims of a security exploit created through legitimate software, have almost zero recourse in recovering their rightful accounts. This petition is a proposal on changes that we as the players, and in many cases victims, rightfully deserve.

Problems: The Lack of a Reasonable Process of Account Recovery

Currently, players have close to zero options when their accounts are stolen. The only chance of recovery these victims have is to make an inquiry with Playonline Customer Service. However, under Playonline policy, these victims have no plausible way in which they can prove their valid ownership. Existing Playonline policies require information regarding a player’s name, address, and most importantly, credit card information. However, the first action taken with a compromised account is to change that very same information, creating a situation in which legitimate players are locked out of their accounts. The only records that players can possibly use in their defense are of complete irrelevance, specifically the policy requiring current credit card information. Proof of names, past addresses, and financial transactions even dating back for years is considered immaterial evidence and rendered useless. We, as players, have zero defense in this regard and are completely vulnerable to fraudulent activity.

Additionally, Playonline policies advise players to contact the local police and internet authorities for help, acknowledging that it is indeed a case of identity theft. However, having to rely on elaborate and drawn-out legal processes is simply not practical. Without a form of immediate recovery, compromised accounts can have their contents completely stripped before the original owner ever sees it again. Their characters, built up over years in most cases, can easily be destroyed within the time it takes to obtain a court-ordered subpoena. Moreover, there is no guarantee that the authorities will take the case into genuine consideration. Even though a case may fall under the legal definition of identity theft, authorities may (and often) question its validity because it is based on a game. Having to resort to legal processes that take substantial time, subjects our accounts to devastation, and subjugates us players to being mocked is both unreasonable and unfair.

Also, it is often the case during a request for help that Playonline Customer Service representatives impose an inconsistent and arbitrary standard upon the players. In many instances these same representatives are both belligerent and insulting towards those trying to find help. Rather than being treated respectfully, players are instead accused of using illegal third party-programs and in some cases, accused of selling their accounts to Real Money Traders. The representatives often seem to operate under the notion that their policies insulate them from having to provide service or decency to paying customers, especially when they believe that the victims themselves were a part of fraudulent or suspicious activity. Furthermore, requests to speak with supervising representatives are typically met with the response that “they’re too busy,” or that “they’ll just say the same thing I did.” Follow-up calls from supervisors are non-existent even when they have been arranged and guaranteed by the representatives, lending even more to the uncooperative and hostile atmosphere that we players are subjected to. While some players do find help and are able to successfully retrieve their accounts, the inconsistency with representatives, in that they are either helpful or hurtful, is simply unexplainable. Allowing some players to re-obtain their accounts while leaving others victimized and snubbed is demoralizing to us all. This inexplicable discrimination as well as the extremes in attitudes from representatives is completely unacceptable. It seems quite obvious to us that our attempts, in the face of the only people who can possibly help us, are in vain.

The Playonline Agreement itself states:
“ [you cannot] rent, lease, loan, sell, sublicense, distribute, transmit or otherwise transfer the Software, your User or other account-related information (including, but not limited to, your User ID or password information) to any third party.”

This leads to a very clear contradiction. When Playonline Representatives accuse us of selling our accounts, they are acknowledging that the terms of service have been breached, while at the same time refusing to do anything about it. This is blatant admission that the Playonline Agreement is not only unenforced, but that wrongful account transfers have zero significance or bearing to Playonline employees. Playonline’s ease of access to accounts, its lack of resistance in changing personal information, and its employee’s negligence provide avenues for the very market that Square-Enix disallows, and protects malicious users that violate the Playonline Agreement.


Solutions: Fair Demands for Relief

Though the situation has worsens daily and an increasing number of players are losing their accounts, we feel that there is still a chance to make things right. Additionally, we believe that there are many, quite reasonable solutions for stronger account safeguards.

1. First, we respectfully, but rightfully, demand extra methods of protection in overseeing our accounts. We would like to see changes that allow us to provide prior history of addresses, credit card information, or some other type of proof over the phone. Since knowledge of the security exploit became public, the vast majority of players have advocated for the inclusion of more private safeguards, such as questions about a mother’s maiden name, original Playonline/FFXI registration codes, or our own-pre-approved question. Having a valid method of identification that is known only to us, accessible only to Customer Service Representatives and inaccessible via our own computers would establish account privacy in the two safest locations possible: directly with the player or within the Playonline system. Implementing typical security measures found in other MMORPG’s, credit cards, banks and virtually all other accounts guarding against identity fraud would provide us with a traceable, provable, and reliable method of protection.

2. Second, we respectfully, but rightfully, demand the fair return of the stolen accounts. The victims have unfairly lost their accounts due to circumstances in which they had no tenable link to. These victims should be allowed to show some form of past records, as stated above, in order to prove their legitimate ownership.


Implications and Final Thoughts

As we are now, many innocent players have lost their accounts through circumstances in which they were unknowingly attacked by malicious users and had no way to fight back. Though we have been able to generally isolate the Realplayer incident with strong community support, there are many players who are still reporting the theft of their accounts on a daily basis. This new threat is putting us all at risk, and even those using the highest levels of precaution have been attacked. The atmosphere within the general community has regressed from one of interest, exploration, and enjoyment over the new expansion to one of paranoia, vulnerability, and fear over losing their accounts. The ones responsible for the assaults on our accounts have been successful without being subject to any form of punishment, and will most certainly look for more avenues and more programs in which they can freely attack again. The Realplayer attacks came through the use of a reputable community site, legitimate media software (popularly used for over ten years), and a web-browser that is installed in every single instance of Microsoft Windows XP and Vista. Knowing that they were successful without repercussion, these malicious users will no doubt look for more loopholes and security exploits within the everyday software that we use. Knowing that we are powerless once compromised, they will never stop looking for ways to steal from us. The community has developed a lack of trust that continues to widen day by day, and is only worsened by the caustic attitudes of Playonline representatives. As we are now, no player truly feels safe, because we simply aren’t.

Square-Enix has committed itself in trying to eliminate the practices of Real Money Trader activities and has been extremely successful, removing several billions of gil from the economy and severely crippling RMT industries through their work. While we have always been thrilled to hear about the Special Task Force’s latest accomplishments, we cannot help but express an equal amount of disappointment, disgust, and despair with the way Playonline treats us. Additionally, Playonline policies not only undermine Square Enix’s end-goals of RMT elimination, but they also encourage the theft of our accounts. Commitment by Playonline instead needs to be parallel with other anti-RMT policies by shielding us, not exposing us. Better methods of theft prevention as well as account recovery would establish a powerful deterrence against those trying to sell compromised accounts. Through deterrence the sale of accounts, which Square-Enix strictly forbids, would have absolutely no basis on the internet market. Knowing that the original owner could re-obtain their account at any time, no person would ever wish to buy an account, and as a result, thieves would have zero financial gain from continuing their practice. Instead, the policies protect the thieves, provide them with a place to sell, and leave us open to harm.

We, as the players, are not interested in a radical change in Playonline policies. Rather, we are simply looking for a commitment in protecting our accounts, or rather, identities. While on the surface Final Fantasy XI is just a game, to us it is considerably more than that. For many of us FFXI has been a place to meet new people, build communities, and develop lasting friendships. For us, FFXI is a world in which we’re allowed to develop, maintain, and devote ourselves to our own individual identities. However, by not giving us a chance to recover our rightful characters and by not providing us with adequate means of protection, we are at the mercy of devious behavior. Moreover, by not giving us these changes, Playonline policies only serve to further the cause of Real Money Traders, and only encourage them to continue stealing. These policies provide them with an internet marketplace in knowing that once they’ve stolen an account, it will be theirs forever, to use or sell as they wish. By not giving us the necessary change which we are pleading for, we as the players are being deprived of our hard work, characters, and identities.


Kisada of Quetzalcoatl



Edited, Dec 19th 2007 8:06pm by kisadaQuetz

Edited, Dec 20th 2007 1:56am by kisadaQuetz

It's just the "Final" one.
I think that makes it special.

Or we're giving up..

im sorry to say this but,

lolBBB, lolpetitiononline.

seriously, NOBODY ready petitiononline that are the recipiants of said petitions, and the BBB is useless for this sort of thing without having powers to make and enforce decisions.

You boneheads. Someone is trying to make a difference in this mess.

Let's see how you feel when and if your account is comprimised.

Good luck OP.

thanks, but no need to wish me good luck.

just sign and encourage others to sign, that's all i ask.

signed #22

On the off chance that someone at SE who has the power to actually DO something besides say "Sucks to be you, now hurry up and start a new account already" actually READS it and decides to acknowledge that maybe, just MAYBE, ignoring their loyal customers, many of whom have invested hundreds of dollars and thousands of hours over the past 5 years, is probably NOT a good business move...

/sign

Really? What would you do Rozvara? I don't see you stepping up and stating "this won't work, but maybe you could try this." All I see is one person stating negative feedback.

I wonder had you been one of the people hacked what your comments would be right now. I doubt that you'd be saying it wouldn't work. You'd be praying it did so you could get all your time and effort back. I personally have no problem signing a petition or anything at all. I feel it is unfair and if my account would have ever gotten stolen while I was playing I would probably get sick.

I loved my character and actually almost threw-up when I lost 40 Beastman's Seals on a failed BCNM run. I couldn't have imagined losing that and I'm glad that I still havn't to this day as I checked and my account hasn't been activated since I deactivated it and I updated the password after doing a scan on my computer. I don't go to any sites from my home computer about FFXI, only from my work.

Anyway. I'm signing the petition.

Edited, Dec 19th 2007 8:54pm by AllisonRedMage

also, the LA BBB dont seem to care much about their website, as their homepage says copyright 2004-2006, and 2007 is almost over. you may call me picky, but if they apparently havent done maintenance on their website in at least a year, then what makes you think that they look at all of the complaints that reach them.

just saying.

Edited, Dec 20th 2007 2:11am by alphamone

support@square-enix-usa.com

Here is SE's E-mail address.
If you don't think the Online Petition will work, you can join me in spamming SE's E-mail address with the Petition and other Complaints.
I will cut and paste the petition and spam SE with E-mails.
Hopefully, with everyone's participation, SE will make a change in the near future.

or they just stop taking support emails.

oh yeah, and apparently more than a few people were more interested in making snide remarks than figuring out that the above is NOT part of the petition (lol). no, the BBB stuff and the customer survey stuff is not part of the petition, nor is the story. i edited the original post to add the actual petition.